Job Description

Job description

Buckeye Broadband is the leading provider of High-Speed Internet, Cable TV, and phone services in northwest Ohio and southeast Michigan. Our 600+ employees are committed to excellence and innovation and are encouraged to volunteer in their local communities in which we live and provide service. Buckeye Broadband offers an inclusive total rewards package, which includes the following benefits for all full-time employees:

• Brainiacs are eligible to work from home two days a week after completion of 3 week training program

• Brainiacs are eligible to work remote after 90 days and scoring 70% or higher on their monthly score card.

• Competitive Pay

• Comprehensive Health Benefits

• 401K Retirement Savings

• Paid Time Off

• Discounted Cable and Internet (Within Service Area)

• Career Development

• Wellness & Fitness Programs

• Community Involvement Opportunities

The Help Desk Support Agent is responsible for the first call resolution and troubleshooting of Buckeye’s voice, video, and data products as well as basic Brainiac subscriber calls. The Brainiac – Tier 1 answers calls from all of the technical product queues of the division and is expected to be an expert in their field. The Brainiac –Tier 1 will work with the customer and field personnel to resolve all supported technical problems and answer all supported technical questions resulting in a first call resolution at least 95% of the time. The Brainiac – Tier 1 will promote a positive and upbeat attitude to all Buckeye customers, as well as all employees of Buckeye Broadband and their contracted personnel. The Brainiac – Tier 1 is also required to introduce additional products and services to our customers to ensure the best customer experience.

EDUCATION AND EXPERIENCE

• High School Diploma/GED – required
• Certify within 12 months to be a Brainiac – Tier 2 - required
• Must be able to pass our comprehensive background and drug screen - required
• Knowledge of cable modem/hybrid fiber-coax network architecture – preferred
• Knowledge of telephone system terms and equipment – preferred
• Knowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols – preferred
• Previous experience with electronic video equipment – preferred

BCI and its operating companies will provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetic information, ancestry, disability, or veteran or military status.